Frequently Asked Questions


I lost/broke my charger. Where can I get a new one?

Please get in contact with us here or email us at and we will be more than happy to ship you a brand new one!

What happens if my product breaks?

If your product breaks or malfunctions in any way, please message us straight away so we can begin the process of a return and refund!

How should I clean my product?

Thoroughly rinse under warm water, gently scrubbing with your hands/fingers. DO NOT fully submerge under water.

How do I use the products?

Try our product manuals here!


How long should shipping take?

Please note: All orders require up to five business days before they're dispatched from our warehouses.

AU orders:

Express: 2-3 days  Standard: 4-6 days

US orders:

Express: 2-3 days  Standard: 4-6 days

UK orders:

Express: 2-3 days  Standard: 4-6 days  

RoW orders:

Express: 6-8 days  Standard: 13-16 days

Can I track my order?

We'll send you a confirmation email with every order. In the email you’ll be given a shipping number that you’ll be able to track from our shipping partners.

Will my order be shipped discretely?

None of our products are shipped with any VIVA or branding information on the packaging. The package you receive from us will appear in a plain pink satchel, with the actual product gift-wrapped inside. We understand that there are certain parts of life some women want to keep private, and we are more than happy to oblige.  

Will I have to pay customs?

Some countries outside of Australia and the USA may be subject to additional customs & import fees.

Return Policy

Purchases made directly from VIVA Products via may be returned within 60 days of purchase for a refund. Once we have agreed to refund your product, you will be required to ship us your product (we will cover the shipping costs). Customers may then choose a 100% refund in the form of store credit (which does not expire), or a credit to their original form of payment minus a 15% processing fee. Returns related to defective products or company error will not incur a fee. 

Please contact our customer service team at to inform us that you would like to return your purchase, and we will provide instructions on how to start your return. Refunds will be processed back to the original form of payment.